Job Description

Client Services Representative
Marlborough, MA
18/hr

Responsibilities:

  • Research, resolve and respond to telephone and e-mail inquiries from both internal/external clients according to department measurement standards. 
  • Clearly communicate pertinent information to internal/external clients.  Provide follow-up and status updates to clients on all outstanding issues.
  • Appropriately communicates and escalates internal and external client concerns.
  • Builds and maintains relationships with the clients. 
  • Monitors issues to establish patterns.  Analyzes internal operations and recommend ways to improve processes. 
  • Ensures all departmental procedures are followed and established timelines are adhered to. Staying up to date on all products and services.
  • Provides clients with notification of pending changes/enhancements and production issues that will impact or benefit their business.
  • Consistent, accurate and timely documentation of all customer interactions using established department policies & best practices
  • Daily tasks include answering phone calls, emails and Live Chat messages on the following:
    • Profile updates
    • Username/Password help
    • Billing issues and cancellations
    • Contact list updates
    • Editorial / Content inquiries
    • Compliance Dashboard management (setting up new accounts, training)
    • Ongoing website maintenance
    • Print production (print quality issues, cancellation or changes to print orders)
    • Enterprise account setups or terminations, admin access setup
    • Technology issues
    • General usability questions

 

Qualifications:

  • Associate’s Degree preferred
  • Good written and verbal communication skills
  • Experience: 1-2 years in Customer Service
  • Knowledge of Microsoft Office, Project Management Software, and experience working in a digital environment.
  • Able to adapt and embrace change on an ongoing basis
  • Multi-tasking and the ability to prioritize and address all issues in an effective manner
  • Ability to maintain a high level of professionalism with clients and working to establish a positive rapport with every caller even in difficult situations

 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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